Product-related questions

It depends on many different factors, such as running style, weight and the surface you run on, but generally shoes (not just Ons) last between 600 and 1200 kilometers. After this distance, wear and tear should be easy to see, enabling you to replace your shoe before you are injured.

A certain amount of pronation is part of any normal running motion. It helps to cushion the forces felt when the heel touches down, easing the pressure on the rest of the locomotor system. With insufficiently strong muscles or weak connective tissues, however, a runner may develop overpronation over the years. But this can be corrected by building up the muscles concerned. And with their adaptive cushioning technology, Ons can actually help the wearer to build up these muscles in an effective and sustainable way.

With our CloudTec® technology, your On shoes adapt to your particular running style, regardless of whether you are slightly bow-legged or knock-kneed. If the condition is more extreme, however, you may be well advised to take additional strength training to work on your gait.

The heavier the runner, the lower the benefit from Ons cushioning-effect. However, with our advanced CloudTec® technology, our shoes still offer running comfort and soft landings for larger wearers too. The Cloudflyer is one of our best for heavier-set runners thanks to sporting stability support and re-enforced Cloud elements. In the end, for most people, whatever feels best is the shoe you should go for.

On comes from Switzerland, so all of our products have been tested throughout different seasons and landscapes. Our shoe finder can help you find your perfect pair for training, racing and wearing. For trail running, our Cloudventure family provides additional grip for wet and rocky runs. Finally, with our Performance Running Gear, each product’s page indicates if it is weather resistant, water repellant and so on.

With their CloudTec® technology, On shoes adjust to distribute the pressure when you make impact with the ground, so insoles are not needed. Too much support can have an adverse effect on your running action, so you should decide for yourself whether you prefer to use the insoles or not.

Traditionally, people are classified into static ‘foot types’. As a result, many runners end up being advised to wear very stable shoes. At On, by contrast, we look at your entire running motion with a vision to enable you to activate or deactivate the right muscles at the right moment in the cycle. That’s what our unique CloudTec® system enables you to do, regardless of foot type.

We developed the On with its special CloudTec® system specifically for running purposes. But, as experience as shown, Ons are just as good to wear for similar sporting activities, such as walking, hiking or trail running, too.

Only the On Cloud features an easy-entry lacing system that can be adapted to your foot. On top of the speed laces, each Cloud also comes with a conventional lace in the box. If the Speedlaces are too wide or loose for your foot, you can easily retie the knot for a perfect fit for you.

On Performance Running Gear is made of the highest quality and technical materials, including:

- Lightweight materials that feel like a second skin.- Stretchable and flexible fabrics that allow high freedom of movement.- Breathable and fast drying materials for a comfortable feeling.- Weatherproof fabrics to keep you protected.

Basically materials that will let you forget about what you're wearing and focus on what's important: the run.

If your laces are broken or lost, please reach out to our Happiness Delivery Team here. Let us know your On model and colour, your shoe size and delivery address and we will be more than happy to send you replacement ones.

Through our webshop, we make sure that you can only order products that are currently available and in stock. If the product you’re after is temporarily sold out, you can leave your email address to be notified when it becomes available again.

You can pay for your Ons by credit card, by BillPay (details will only be sent via email; only Germany, Switzerland, Austria) or via PayPal. The credit cards we currently accept are Mastercard, Visa, AMEX, PayPal, Diners Club, Discover, JCB, MasterPass, Maestro (United Kingdom) and Postfinance.

There’s absolutely no need to worry here: our online shop incorporates the very latest secure technology. And to give you further peace of mind, we’ve also adopted MasterCard SecureCode, which provides additional protection against unauthorized access to your credit card account. You’ll find further details about MasterCard SecureCode and how to take advantage of it here.

You shouldn’t need to! We can automatically see what country you are ordering from, to help us get your Ons onto your feet as quickly as possible and with a minimum of customs formalities. But should the automatic settings be incorrect for some reason, you will be able to change these at the bottom of any page.

Shipping and returns

We already ship to over 50 countries around the world, and are adding more all the time. Should you not find your country of residence on the list at the bottom of the page, please use the dealer locator to see if Ons are available from any dealers in your country.

We want you to run on clouds in no time, so the answer is - as speedy as possible. Any order validated by 12am (CET, JST, UTC) from Monday to Friday will be sent on the same day. Depending your country and delivery option, the delivery will take between one and six working days. Just check in the shopping basket how long it takes to deliver your Ons to your country of residence. We want you to concentrate on your running. So for most countries we cover the shipping costs, as well as any customs charges involved. Shipping costs will occur if you order from India, Indonesia, Israel or Malaysia.

We will need a little time to process your order, of course. But as a rule your Ons should be shipped to you the day after you place your order with us. When we send you our confirmation that they have shipped, we’ll also give you the tracking information for your order, including the carrier we are using and the exact time it should arrive.

If you’re not happy, we’re not happy, which is why we’ve made exchanges and returns quick and easy. You have 30 days from receiving them to make your mind up, and we even pay for return shipping (with a few exceptions below) – all we need is for the products to be in their original condition and packaging. Free return shipping is not yet covered for the following countries: India, Indonesia, Malaysia, New Zealand. Please also note that expedited shipping will not be refunded in case of returns/exchanges, just the basic cost of return shipping only. Please fill in the return formula online.

As a premium brand On is always eager to ensure the highest quality. If your On is defective, or even has been sent with a defect, please fill in this warranty claim and submit online. You will find the requested order number on your return document in your package. If you bought your Ons at one of our dealers, please reach out to them and process the warranty with them.

After you submitted your claim we will respond within 24 hours and you will receive an answer via email. If we accept the claim we will send the new product and you can send us your defective one back with the prepaid return label in your package.

Of course - if you wish to return your Ons we’ll refund the full purchase price. All we need is for the products to be in their original condition and packaging.* We’ll also pay for the delivery of the returned Ons unless the shipping is from/to one of the following countries: India, Indonesia, Israel, Malaysia and New Zealand. Please note that expedited shipping will not be refunded in case of returns/exchanges. If you received a return information sheet with your Ons the return process will be absolutely free for you. If you would like to return your Ons but haven’t received a return information sheet please reach out to apac_happinessdelivery@on-running.com.

* Exception is the Try On special until December 24th. Learn more here.

Security

You can rest assured that we will treat any data you provide us with as strictly confidential. Needless to say, this also includes not passing such data on to any third party. You’ll find full details of our privacy policy here.

Don't worry: we use Secure Socket Layer (SSL) technology to make your online shopping with us as simple and safe as possible. SSL both encrypts and protects all the data you send us over the Internet. When SSL is activated, a padlock will be shown in the address line on your browser and/or the address will begin not with the usual "http" but with "https". So when you see this, you can sit back and shop with us knowing that all your transactions are totally safe and secure.